Case Management Process

  • Coveo Support assigns unique case numbers to all customer requests for help. These case numbers allow Support to prioritize and track all cases through resolution, and allows the customer to get a status update of their case via the web-based Customer Community.

  • All cases are assigned a severity level, and are placed in a queue to be processed by the next available Product Specialist. Coveo Product Specialists take ownership of your case and see it through to successful resolution. See the following section, Case Severity Levels for more details.

  • The Product Specialist will contact the customer and gather any additional information needed and will investigate to determine the proper course of action. This may require the Specialist to reproduce the issue, work with our Coveo Development Team, work with the customer on their configuration of the software, etc.

  • If the Product Specialist determines that the issue requires a fix to the software, the Specialist will notify the appropriate development team. When a fix is made available from the Development Team, the Product Specialist will notify the customer of its availability.

Prior to logging a case, you may want to review these helpful tips:

  • Use the product help accessed through the Coveo Usage Analytics (Coveo UA) Platform user interface.

  • Check release notes and self-service Knowledge base solutions on the Online Help.

  • Try to see if the problem is reproducible.

  • Note any recent changes to your system and environment.

  • Coveo no longer accepts cases originating from an email. Support cases must be logged through the Online Community and by phone for severity 1 cases.

Coveo System Status

We strongly recommend you subscribe to our Coveo System Status page here: status.cloud.coveo.com.

You will receive real-time alerts for any system downtime, its associated resolution and any planned maintenance.

Also, since our infrastructure is hosted on Amazon Web Services (AWS), we strongly recommend you subscribe to their system status service as well. You can do that here: AWS Service Health Dashboard.

Case Severity Levels

All cases logged with Coveo Support are assigned a severity level from 1 to 4 based on the service impact on your business. Severity levels may be changed after initial contact and assessment of the issue by a Coveo Product Specialist, providing the customer agrees.

The following table defines the case severity levels. It’s helpful to clearly explain the business impact of your issue when you contact Coveo Support. For the targeted initial response time for Coveo Support, see Initial Response Times.

Severity level Description
1
Critical Service Impact
A critical service impact occurs when:
  1. There's a Downtime;
  2. You discover an active Security Incident, a high-impact vulnerability or a medium or higher vulnerability (as defined under the Common Vulnerability Scoring System (CVSS));
  3. The Usage Analytics services don't record any search-related Event; or
  4. For an eCommerce use case of the Hosted Services, when search results don't reflect the actual product availability and pricing in the index.
2
Major Service Impact
A major service impact occurs when the Product isn't operating as designed for most users and no reasonable workaround is available. The Product may be operating but is severely restricted. A severity level 2 issue could have the following characteristics:
  1. A severity level 1 issue is affecting non-production environments;
  2. Indexing service isn't functional;
  3. Discrepancies between the search results and the content of the index;
  4. The Coveo Administration Console isn't functional;
  5. Usage Analytics records events but the data is inaccessible or incomplete;
  6. Performance degradation of the Search Response Time.
3
Minor Service Impact
A minor service impact occurs when Product features are unavailable, but a workaround exists and the majority of software functions are still usable. Minor function or feature failure that you can easily circumvent or avoid. A severity level 3 issue could have the following characteristics:
  1. Indexing service slowness;
  2. Index browser not loading;
  3. Changing sort options issues;
  4. Any low impact vulnerability (as defined under the Common Vulnerability Scoring System (CVSS))
4
Requests
Any question or request where no issue is affecting Product function. For example, a request for information on how to use a particular feature, a general question or requests for documentation or enhancements. A severity level 4 issue could have the following characteristics:
  1. General requests for advice on product usage;
  2. Clarification on product documentation or release notes;
  3. Request for a change that can't be performed by the customer;
  4. A product enhancement request.

Contacting Support

Support Hours for Severity 1 Cases

Plan Support region Hours of operation
Local time
Languages supported Phone numbers for Sev 1 issues
All (Base, Pro, and Enterprise) US and Canada 24/7 English, French 1.866.266.1583
International - Australia, Austria, Belgium, Denmark, Finland, France, Germany, Ireland, Italy, Luxembourg, Netherlands, Norway, Portugal, Spain, Sweden, Switzerland, and United Kingdom +800.50.08.09.00
International - other countries 1.418.266.1583
  • Severity level 1 tickets (see above) are covered by Support 24/7/365, including holidays.

  • Severity level 1 tickets must always be submitted by phone to the numbers listed above after opening a ticket on the Coveo Community. During operation hours, you will reach an agent directly. Outside of operation hours, you will reach a voicemail where you may leave a message so that an agent can get back to you respecting our initial response times.

Support Hours for All Other Severity Levels

Plan Support region Hours of operation
Local time
Languages supported
Enterprise US and Canada 24/5 English, French
International
Pro US and Canada 24/5 English, French
International
Base US and Canada 6 AM to 10 PM EST
Monday to Friday
English, French
International 11 AM to 3 AM GMT
Monday to Friday

Creating a Case

This section explains how to create support cases on both Coveo Connect communities (Customer and Partner).

Only registered customers and partners can create cases. Contact your company’s Delegated Administrators to give you community access to log cases. Otherwise, contact your CSM (Customer Success Manager) or PAM (Partner Account Manager).

To create a support case

  1. Log in to Coveo Customer Community or the Coveo Partner Community using an account that can log cases in your community account, if not already done.

  2. In the header, select the Support tab.

  3. In the Support tab, in the Contact Support section, depending on the community:

    • On the Customer community, click View and submit cases.

    • On the Partner community, click Get help.

    Help tab

  4. On the My Cases page, click Open a Case.

  5. (For partners only) Depending for whom you’re creating the case:

  6. On the Tell us more on how we can help you page, select one of the following options:

    • I’m reporting an issue: Select this option if you encountered an unexpected behavior with one of our solutions (e.g., error message, wrong search results, no usage analytics events recorded).

    • I have a question or request: Select this option if you want to get information on how to use one of our solutions or if you want us to activate a specific feature.

    The option you select will be used to determine the case severity level.

  7. On the Classification page, specify the following information:

    1. Enter a case Subject and Description. Once the description contains the required 100 characters, additional fields appear.

      The order of the fields and the field values displayed on the Classification page vary based on the subject and description you provided, as well as the Coveo products and features already associated with your account.

    2. (Optional) Enter the Coveo Organization ID for which you need help.

    3. (Optional) Enter the Error Code that was returned by the Coveo solution, if any.

    4. Select the Coveo Solution Category related to the request.

      Select Websites for non-transactional sites, such as Sitecore sites, instead of eCommerce.

    5. Depending on the selected solution category, select the Use Case, Coveo Integration (if any, or select None), and Product Function related to the request, and then click Next.

      • The selected Product Function helps determine the case severity level. The functions with the greatest impact on Coveo solutions receive higher priority. For example, a Content Security issue is prioritized over an Administration, Configuration, Installation issue.

      • For all fields, click Other to see additional values that were considered less relevant for your request.

  8. On the Suggestions page, review the proposed documents that could answer your question or solve your issue.

    Click Solution Found, or Continue to Case Submission if help is still required.

  9. (If you clicked Continue to Case Submission only) On the Review page, make sure the information you provided is correct, and then provide the following additional details:

    1. Select Your System Level. Note that Prod issues are prioritized over Non-Prod issues.

    2. Click the Impact Level (Current) drop-down menu, and then indicate if the affected function or feature is completely down (Complete Loss of Service), has Major Impact or Minor Impact, or if the impact is transparent and more related to a cosmetic change (No Impact).

      • When your search page is down or when the Usage Analytics service is no longer logging search events, select Complete Loss of Service.

      • When the indexing service isn’t functional or when the Coveo Administration Console isn’t loading, select Major Impact.

      • When you experience slow indexing or when a Coveo Administration Console page such as the Content Browser isn’t loading, select Minor Impact.

      • When you request a product enhancement, select No Impact.

    3. Describe the Customer Business Impact by providing additional context such as:

      • What are the stakes for the organization?

      • Is this impacting only one item, but that item is a critical one for a sale that has just launched on your website?

    4. (Optional) Enter the External Search Page URL for issues or questions regarding a specific search page.

    5. Click Create case.

      A Coveo Product Specialist will respond to the case based on its severity level.

      Confirmation page

      The confirmation page displays the following information:

      • The new case number for future reference. You should also receive an email with that information.

      • A Go to Case button to access the case details in read-only mode, add comments, and upload attachments.

      • An Open Case List button to access the list of cases for your account.

Initial Response Times

Severity level Base Pro Enterprise
1 4 hours1 2 hours1 1 hour1
2 8 business hours2 4 business hours3 2 business hours3
3 12 business hours2 12 business hours3 6 business hours3
4 24 business hours2 24 business hours3 12 business hours3

1: See the severity level 1 case process.

2: Business hours for Base are from 6 AM to 10 PM EST Monday to Friday for US and Canada, and from 11 AM to 3 AM GMT Monday to Friday for the International support region.

3: Business hours for Pro and Enterprise are from 12 AM to 11:59 PM EST Monday to Friday.

Severity Level 1 Case Process

To ensure severity level 1 case response time commitments are met, a customer must follow these steps:

  1. Log a case using the Coveo Community.

  2. Immediately contact Coveo Support by telephone to trigger initial response time commitment:

    • For US and Canada customers, dial 1.866.266.1583

    • For Australia, Austria, Belgium, Denmark, Finland, France, Germany, Ireland, Italy, Luxembourg, Netherlands, Norway, Portugal, Spain, Sweden, Switzerland, and United Kingdom customers, dial +800.50.08.09.00

    • For other international customers, dial 1.418.266.1583

  3. Coveo Support will immediately assess the issue and proceed to resolve the case based on that assessment and the initial response time commitment.

Closing a Case

Support cases remain open until the customer is satisfied that the case can be closed. When a support case requires a new product update before it can be closed, the case will remain open with Coveo, and the customer will be contacted when the update is available.

Coveo will close support cases when customers don’t respond to many follow-up requests for information. Typically, two follow-up emails or phone calls will be made over four business days and if no response is received, the support case will be automatically closed.

Reopening a Case

If the case was closed in the last 30 days, the case can be reopened by clicking Request Reopen through the Coveo Connect Community. The agent who was assigned to the case will act following our usual commitments.

If the case is closed for more than 30 days, the button won’t be available, and it can’t be reopened. We recommend opening a new case and referring to the old case number.

Case Escalation Process and Guidelines

While we strive to meet all your needs and resolve your issues in a timely manner, we recognize that at times a critical issue may arise that requires special attention. If you’re not satisfied with the progress of your case, you can request that the issue be escalated.

This section describes the case escalation process and outlines how to request an escalation for a specific support case. As opposed to the regular case management process, case escalation provides expedited support by requesting additional visibility and managerial awareness for a case that requires more attention.

Only customers on Pro or Enterprise CSSP can request a case escalation.

What’s an Escalation?

An escalation is a request from a customer concerning a specific case that’s currently under investigation by Coveo Support. The customer has a case that’s business-critical and requires a faster resolution than what’s provided in the standard resolution process.

Who Can Request an Escalation?

Any person in the following positions can request the escalation of a case with Coveo Support:

  • Primary case owner

  • Coveo Administrator, Developer, Partner, or other community user entitled to Coveo Support

  • Customer Success Manager

  • Customer Subscription Manager

  • Support Manager

  • Product Specialist

What Kind of Issues Can Be Escalated?

All cases are tracked in Coveo’s system by severity. All cases except for Severity 4 issues are eligible for escalation and feature requests (see Case Severity Levels and Initial Response Times). Feature requests and product improvements are reviewed by the Coveo’s Product Management team and don’t fall under the criteria for an escalation.

A request for escalation should only be made after the standard case management process has been given an appropriate amount of time to a resolution or feasible workaround. See the guidelines below for determining the appropriate amount of time prior to requesting an escalation.

Case severity level Allowed time before escalation
1 1 day
2 2 business days
3 5 business days
4 Not eligible for escalation

Requesting an Escalation?

There are two ways to request an escalation on a support case:

By Phone

Customers needing to request an escalation can call the Coveo Support hotline, depending on their location:

  • US and Canada: 1-866-266-1583

  • International: 1-418-266-1583

Escalations (available for customers with the Plus or Enterprise Plan) will be acknowledged during standard business hours from 8 AM to 5 PM EST.

Via the Coveo Support Community

Customers wanting to request an escalation via Coveo Connect must:

  1. Log in to Coveo Connect.

  2. Access the My Cases section.

  3. Select the case to be escalated.

  4. Click Request an escalation.

  5. Fill in the justification form.

  6. Submit the escalation.

What Happens When a Case Is Escalated?

The following table describes a typical escalation path:

Step 1: request Step 2: identification Step 3: resolution cycle Step 4: closure
  1. The client identifies a need to escalate an incident.
  2. The Client contacts Coveo Support to escalate a case either by phone or via the community.
  3. The Product Specialist gathers all necessary information, documents the request, and contacts the Support Manager.
  1. The Support Manager reviews the request and the case.
  2. Within 60 minutes (during standard business hours from 8 AM to 5 PM EST) of receiving the escalation request, the Support Manager follows up with the customer either by phone or case comments.
  3. The Support Manager and the customer discuss the potential diagnostic and resolution paths, and establish expectations.
  1. The Support Manager works with Coveo's teams towards resolution.
  2. The Support Manager regularly communicates progress and status to customer and other stakeholders (if necessary).
  1. The Support Manager and client agree on resolution status.
  2. The Support Manager communicates closure accordingly.

Severity 1 case escalations will be reviewed, and responses will be provided during non-business hours. All other escalations will be handled during regular business hours.

The responsibility of the Support Manager is to understand and document the full scope and business impact that the escalated incident has on the customer company’s daily process. The Support Manager will act as the customer’s advocate within Coveo.

Once the Support Manager clearly understands the context of the escalation request, the manager will establish a potential resolution path with the customer, and expectations will be set as to how the issue will be handled throughout the resolution process.

When an escalation is requested, the customer must agree and commit to providing Coveo necessary internal resources to assist with issue resolution. Failure to provide the requested resources may result in the de-escalation of the case.

If the escalation is accepted, the Support Manager will work closely with the current case owner to communicate any updates and/or resolution to the customer at an agreed-upon frequency. If the escalation is declined, a communication will be sent to the customer with explanations as to why the escalation request was refused.

Once an escalation request is accepted, the Support Manager will work with Coveo’s internal stakeholders to ensure a constant progression of the investigation. When required, the Support Manager will involve various levels of Coveo’s management team whose teams are involved in the case resolution.

How Will the Case Be Handled Once Escalated?

Open Escalation

Once it has been agreed to escalate the case, Coveo Support will flag the case as escalated so that the Product Specialists will easily know about the escalation status of the case. Other backend statuses will be used to help track issue progression.

Throughout the resolution process, the Support Manager or case owner will communicate updates accordingly to the following parties:

  • Customer:

    • The primary contact on the case

    • Other contacts who have been added to the case

    • (If required) Management or executive level

  • Coveo:

    • Coveo Support Management

    • Customer Success Manager

    • Customer Subscription Manager

    • (If required) Any other Coveo resource involved in the case resolution

Closed Escalation

As Coveo Support works to bring closure to the case and once the resolution has been attained, the escalation will be marked as closed. Closure or resolution of an escalated case is decided in a common agreement between the customer and the Support Manager. A closed escalation may be defined by one of the following:

  • Identification of the root cause

  • Established timeline for issue resolution

  • Fully deployed permanent fix

Once the escalation is declared closed or resolved, the Support Manager or case owner will send a final communication summarizing the issue and its resolution.

What's Next for Me?